Job Number 23182051
Job Category Reservations
Location Middle East GSO, Emaar Square 6, Dubai, United Arab Emirates, United Arab Emirates
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

Job Summary:

The overall responsibility of the Core Services Manager position is to lead the Knowledge Groups associates to achieve continuous team improvement in delivering exceptional customer service and exceeding goals while maintaining departmental financial stability. This position also is to focus on associate motivation while keeping productivity at the forefront with an emphasis on sales training, customer care and cross selling of all brands.

Requirements:

• To lead a team of associates whose primary objective is to be available to manage contacts from Marriott customers, internal and external, and/or to successfully resolve any customer care concerns that are presented.

• Analyze performance reports and daily statistics. Implement performance driven strategies to accomplish team goals.

• Issue progressive counseling statements, discipline, and performance evaluations in a timely manner as warranted. Ensures centre policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs).

• Facilitate the associate performance appraisal process, providing feedback and supporting continued success. Provide direction and support to Identify associate career opportunities.

• Research and resolve any payroll, scheduling or attendance issues for team members.

• Regularly monitor team associates, as outlined in expectations, for quality assurance and associate development. Reviews monitoring results with associates. Participates in the development and implementation of corrective action plans.

• Conduct and participate in all departmental meetings.

• Supports a departmental orientation program for new associates. Ensures associates are cross-trained to support successful daily operations. Uses all available on-the-job training tools for associates; administers on-going training initiatives and conducts training when appropriate.

• Perform regular Manager-on-Duty shifts as required.

• Ensures that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

• To be familiar with all functions required of the Core Services Department and be able to perform each task if required.
• Effectively responds to and resolves issues and complaints. Ensure expectations and parameters are understood. Emphasizes customer satisfaction during all interactions, focusing on continuous improvement.

• To help create an ongoing effort to improve the centre through personal actions and by contributing ideas to support both the departments\xe2\x80\x99 and the centre\xe2\x80\x99s improvement effort.

• To maintain a tradition and attitude of providing excellent service to all customers and associates in the centre that will, in turn, support their efforts to provide excellent customer service to customers and to other associates of Marriott International, Inc.

• To use Current Best Methods, Marriott International Standard Operating Procedures, and any Local Standard Operating Procedures as a guide to the standards and practices which are to be followed by all associates in the department. Ensure that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be insured.

• To also serve as otherwise directed or needed to help maintain the effective and efficient operation of the Customer Engagement Centre. This assignment shall be at the discretion of the Operations Manager or the General Manager.

Qualifications/ Experience:

• Business related qualification desirable.

• Previous experience of managing/supervising a team in a reactive sales environment.

• Able to provide clear direction and priorities in day-to-day contact with individuals, as well as with a group of people.

• The ability to take in information from others through good listening skills and to respond sensitively to the needs and feelings of others.

• Proficiency with IT.

• Strong communication skills-both oral and written.

• Able to function efficiently and effectively in a fast-paced environment, handling multiple priorities simultaneously.

• Able to deal with situations of a dynamic nature, such as modifying plans/actions/decisions under constantly changing circumstances.

• 6 months in current role

• No active written warning on file

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world\xe2\x80\x99s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,\xe2\x80\x8b begin your purpose, belong to an amazing global\xe2\x80\x8b team, and become the best version of you.

Marriott